Refund & Return Policy
Last updated: 27 July 2026
The short version
Check your order before you pay. That is the whole policy.
Every Orixen order is cash on delivery. The product is in front of you before any money changes hands — so if it is not what you expected, simply do not accept it. You pay nothing, delivery was free, and there is nothing to refund.
Because of this, refunds are rare. Almost every problem is settled at the door, in seconds, at no cost to you.
1. Check your order before you pay
Because every Orixen order is cash on delivery, you can inspect the product before any money changes hands. When the courier arrives, check the package is sealed and undamaged, that it is the product you ordered, and that the quantity is right.
If something is clearly wrong, you may refuse the delivery. Do not pay. Tell the courier and contact us the same day. You will owe nothing, and since delivery is free, a refused delivery costs you nothing at all.
2. If a problem appears after you have paid
Occasionally a fault is not visible at the door — a sealed item damaged inside, for example. In those narrow cases you are still protected:
- Damaged or defective — 7 days from delivery
- Wrong item or quantity — 7 days from delivery
- Does not match its description — 7 days from delivery
- Goods of unacceptable quality (your statutory right) — up to 3 months from delivery
Items should be in original packaging where possible, unused except to the extent needed to discover the fault, and complete with any accessories.
3. What cannot normally be returned
For hygiene, safety and legal reasons we cannot accept returns of items sealed for health protection once the seal is broken (unless faulty), perishable goods, items damaged by misuse after delivery, or items returned outside the timeframes above.
This never removes your statutory rights. If a product is defective, unsafe, or was misdescribed, you can return it.
4. How to make a return
- Contact us by email or WhatsApp within the timeframe, with your order number, the problem, and a photo if relevant.
- We respond within 2 working days with how to return it.
- Return the item. If the fault is ours, we cover the cost of return.
- We inspect and resolve within 5 working days of receiving it.
5. Your options
Where a return is accepted, you choose a replacement, a refund, or a repair where practical. You are entitled to choose a refund rather than accept a replacement, and we will not argue with that choice.
6. How a refund is paid, in the rare case one is due
You paid cash, so there is no card payment to reverse. Where a refund is agreed, we send it by bank transfer to an account in your name. We will never ask for your PIN, card number, or banking password.
Refunds are sent within 5 working days of approval. You receive the full price paid — delivery was free, so there is nothing to deduct.
In most cases we will offer a replacement first, as it is faster for you. You are entitled to choose a refund instead.
7. Cancelling an order
Cancel free of charge any time before dispatch. If it has already been dispatched, simply refuse it at the door — you have not paid, so no refund is needed.
8. Late or missing deliveries
Contact us and we will trace your order and either complete the delivery or cancel it. You pay nothing for an order that never arrived.
9. If we cannot agree
Tell us first — most complaints are resolved in a message or two. If we cannot resolve it, you may escalate to the Federal Competition and Consumer Protection Commission (fccpc.gov.ng) in Nigeria, or your national consumer protection authority.
10. Your legal rights
Nothing in this policy limits your rights under the consumer protection law of your country, including the Federal Competition and Consumer Protection Act 2018 in Nigeria.
11. Contact us
Email: info@shoporixen.com
Phone / WhatsApp: +234 906 507 9531
